How do I set up an SLA policy?

To create or modify SLA policies:

• Go to Settings > SLA
• Click "Add SLA Policy" or edit an existing one

• Set targets for each priority level:
  • Response time (e.g., High priority: 1 hour)
  • Resolution time (e.g., High priority: 4 hours)
• Choose time measurement: business hours or calendar hours
• Assign operating hours schedule (business hours configuration)
• Save

Tips:

1. Create different SLA policies for different priority levels
2. Associate your business hours with SLA so weekends/holidays are excluded
3. Set up SLA breach notifications in Settings > Notifications to alert your team